Terms and conditions
The sMiles program instituted by Air Côte d'Ivoire is a loyalty program for regular passengers. Its aim is to credit the mileage of its members according to a predetermined schedule and in accordance with the conditions and limitations set out in these terms and conditions for effective trips made on Air Côte d'Ivoire flights. These miles can then be redeemed against award tickets, excess baggage and other privileges under the conditions described below.
Flights operated by Air Côte d'Ivoire is understood to be flights assigned numbers by Air Côte d'Ivoire (HF), these flights may be directly operated by the Airline or under another formula (code share, ...)
I - APPLICATION OF sMiles PROGRAM
1 - Participation in the sMiles program is free of charge and opened to any individual aged 2 and older residing in a country where the program is applicable and traveling on Air Côte d'Ivoire with tickets bought at the publicized rate.
2 - Air Côte d'Ivoire staff, as well as travel agents or tour operators cannot benefit from this program.
3 - Anyone wishing to become a member of the sMiles program and complying with the required terms and conditions must return a completed and signed application form (signed by the legal guardian for minors). Membership request can also be submitted online on our website www.aircotedivoire.com.
4 - Any person applying for membership in the program is deemed to have read and accepted these terms and conditions.
5 - It is agreed that membership is per person. This account shall not be sold, bequeathed, transferred or cumulated with any other account in the sMiles program.
6 - An individual identification number and a non-transferable password are allocated to each Member. A Member shall receive the necessary documentation on the program and shall have a personal account.
7 - Any change of address, name or any other information that may be required will be notified promptly in writing, by e-mail or made online to the sMiles service center. A Member shall guarantee the accuracy of all information provided and shall be solely responsible for any incorrect, incomplete indication.
8 - Effective subscription to the program occurs during the first use of the number permitting the identification of the Member. The sMiles card is then sent to the Member credited with miles earned on the first Air Côte d'Ivoire flight. The card remains the exclusive property of the Airline which reserves the right to require it return at any time.
II - CONDITIONS OF APPLICATION OF THE MILES
1 - Mile is the unit for the calculation of the sMiles program.
2 - Miles are obtained according to the schedule defined for each trip made on Air Côte d'Ivoire or our partners’ airlines.
3 – A personal account is opened for each Member and shall be credited continuously with miles earned. This account and the Miles earned by the Member may in no circumstances be sold, bequeathed or cumulated with the account or the miles of any other person whether or not participating in this program.
4 - A statement with details of miles earned is sent by mail or e-mail to the Member quarterly.
5 - These provisions apply individually and under no circumstances the members of the same family or same company can earn miles on the same account number.
6 - Miles shall not be granted to a Member traveling with a free ticket or benefiting from a free service.
7 - Miles could be credited to a Member for flights and / or prior service on the date of membership and within 6 months.
8 - Miles shall not be awarded to a member when reasons beyond the control of carriers (which may include internal or external strikes, for security reasons or force majeure) led to the cancellation of Air Côte d'Ivoire flights.
9 –After membership, each Member shall personally ensure that the miles earned are rightly credited to his account. In the event the Member states that the miles earned have not been credited to his account whereas he had complied with the reporting procedures, he may report the case to the sMiles service center with all proofs (copy of boarding passes and passenger receipt) within 12 months following the date he made the flight. If the claim is justified, the miles shall be credited.
10 – sMiles reserves the right to award extra credit miles during specific occasional promotional campaigns brought to the attention of the Member in the appropriate time.
11 - Miles earned during a calendar year N (January 1 to December 31) are valid for 5 years (N+5 end of month) as of the date of award of the first mile, unless otherwise communicated to Members. Miles accrued by a Member shall be lost if for any reason that person does not partake in the program. No other person, regardless of title or relationship with the Member, can claim these miles.
12 - Tickets and coupons lost, unused, refunded or expired shall not be entitled to any credit of miles.
III - AWARDS
1 - The sMiles awards comprise tickets (one way or round trip), excess baggage of 10 kg cumulated 3 times packages, access to VIP lounge, settlement of MCO penalties, freight shipments and soon other benefits offered by us or our partners.
2 – A Member may receive the award of his choice provided he has sufficient credit on his account. He may request the award hereof by completing and signing the application form attached to his statement, or available on the website or in Air Côte d'Ivoire agencies and return it to the sMiles service center.
3 - Only a Member is entitled to apply for an award. If the Member is a minor, the award application must be signed by the legal guardian. From the processing of the application, the miles used will be deducted from the initial credit.
4 - All awards are granted subject to availability and restrictions imposed by Air Côte d'Ivoire. The Airline may from time to time impose a period during which no award shall be available.
5 - Miles required to obtain an award is debited to the Member’s account in accordance with the scale in force at the date of the request. If the award is used up by a person other than the Member, he must submit, in addition to the identification card of the latter (or a copy of this card), proof or identification and a certificate signed by the Member.
6- Award tickets
6-1 The award ticket is established for the Member and / or in favor of any person of his choice. The request must be made exclusively in an Air Côte d'Ivoire agency at least 7 days before the departure date. Once the ticket is issued, no change of beneficiary and / or destination shall be allowed in any case. However, only a single change in departure date is permitted after ticket issuance and during the period of validity of the award.
Any flight cancellation initiated by Air Côte d'Ivoire shall result in rebooking.
6-2 The voucher shall be issued once the booking is confirmed, in the class allocated to the Award tickets and according to the availability of seats.
6-3 Once issued, the travel awards is non-transferable and is indivisible, and cannot in any way be sold or replaced if lost, destroyed or stolen, or awarded retroactively.
6-4 The validity of award tickets is 3 months from the date of issue. Over ranking during the flight is not allowed.
6-5 These tickets may be made available to Members in the desired Air Côte d'Ivoire agency or representation.
6-6 Beneficiary of the award ticket is solely responsible for the payment of fees or charges applicable to transportation. These taxes vary by country and airports.
6-7 The issuance of an award ticket for the benefit of a passenger to justify a categorical reduction shall not in any way imply a reduction of miles needed to obtain it.
6-8 To travel with a child under two years of age, an adult traveling with an Award ticket must make a reservation for the baby in respect to the Airline pricing conditions.
6-9 Award tickets may not be used for medical stretcher transport, accompaniment of children by hostess or to get an extra seat.
7- Excess baggage
7-1 The request is made exclusively at an Air Côte d'Ivoire agency. The premium may be made in favor of the Member and / or any person of his choice.
7-2 Transport of excess 10kg of baggage applies in addition to the franchise allowance in the paid class and during one-way trips.
7-3 The member may receive the award as excess baggage with the award certificate along with his ticket. Air Côte d’Ivoire shall accept three travel awards of excess baggage per flight per Member.
7-4 The validity of the excess baggage is one (1) month from the date of issue of the certificate. Once it is issued, a single change in the departure date shall be allowed and in respect of the period of validity of the award.
7-5 The award for excess baggage cannot be cumulated with an award ticket.
7-6 Awards of excess baggage shall neither be accepted for exceptional baggage nor for the transport of animals.
8- Access to the VIP lounge
8-1 The request is made exclusively within an Air Côte d'Ivoire agency.
8-2 Only a Member may receive this award in the form of access to the VIP lounge by presenting the award certificate along with his ticket.
8-3 Access to the award lounge is cumulated with an award ticket or excess baggage.
9- MCO penalty settlement
9-1 The request is made exclusively at an Air Côte d'Ivoire agency.
9-2 Only a Member may receive the MCO penalty settlement award.
9-3 The award cannot be cumulated with another.
10 – Freight shipment
10-1 The request is made exclusively at an Air Côte d'Ivoire agency and within a minimum of 07 days before the scheduled flight.
10-2 The award is valid for only one flight course, that is to say 1 one-way flight.
10-3 Only a member may receive this award.
10-4 The validity of the award shall be one (1) month from the date of issue of the certificate. Once it is issued, a single change in departure date shall be allowed and it shall be in respect to the award validity period.
10-5 Award freight may not be cumulated with an award ticket.
10-6 The debiting of a member account is done by tranche of 10 kg with a minimum charge on general freight equivalent to 30 kg;
10-7 Beneficiary is solely responsible for the payment of fees or taxes on the transport of goods. These charges vary depending on the country and the nature of the goods.
IV – CONFIDENTIAL INFORMATION AND RESPONSIBILITIES
1 - All Air Côte d'Ivoire Awards can be used exclusively on Air Côte d'Ivoire flights.
2 - Air Côte d'Ivoire reserves the right to limit the possibility of traveling with an award ticket for specific periods and / or certain flights.
3 - It is recommended that Members, due to the limited number of seats reserved for awards, book as soon as possible, indicating imperatively the quality of Member to the sMiles program.
4 - Any Member noting the loss and / or theft of his sMiles card shall immediately inform the customer loyalty department in writing. The first replacement will be made free of charge and 100 miles shall be deducted from the Member's account for each subsequent replacement. Air Côte d'Ivoire is not responsible for the fraudulent use of the lost and / or stolen card.
5 - Air Côte d’Ivoire reserves the right to refuse membership to any person who does not meet the criteria to participate in the sMiles program.
6 - Air Côte d’Ivoire reserves the right to exclude from the sMiles program any Member who had abused the privileges allotted to him under the program, made false declarations, violated one of the conditions of applications defined in the terms hereof, particularly with regard to eligibility, credits or the use of awards, or for failing to accumulate points over a period of 36 months.
7 - Air Côte d’Ivoire reserves the right to extend the program by integrating partners. It shall thus inform the members to be integrated and the conditions set forth in the sMiles program shall be explained to them.
8 - Air Côte d’Ivoire reserves the right at any time to require any proof regarding the accumulation of miles and an audit of all accounts without prior notice to Members to ensure compliance to the Terms and Conditions hereof.
9 - Air Côte d’Ivoire reserves the right to amend at any time and without prior notice whatsoever this program (rules, conditions of participation, total or partial miles acquired at any time, period of validity of miles, earning awards, scales of awards, etc..) under the laws in force.
10 - Air Côte d’Ivoire reserves the right to debit the account of any Member with unduly credited miles. In addition, the account of the member may be credited only once per flight.
11 - Any member in the sMiles program accepts therefore the use by Air Côte d'Ivoire of all information in its possession regarding him for the purposes of direct marketing and communication. These personal data may also be confidentially exchanged between Air Côte d'Ivoire and its partners for the purpose of cross direct marketing and / or for new service offerings in the sMiles program.
12 - Air Côte d’Ivoire reserves the right to cancel this program with 3 months’ notice sent to Members. In case of cancellation of the program, the awards earned remain usable in the 12 months following the cancellation. Beyond this date, the unused miles shall be permanently forfeited.
13 - Any Member reserves the right to no longer participate in the program. He shall therefore address his intention in writing to the sMiles service center and consequently return the card. The miles to his credit shall no longer be used after exiting the program.
14 - Any operation and especially award applications of a minor member to this program shall first be subject to the signature of the guardian.
15 - Air Côte d’Ivoire disclaims any responsibility for damage caused when using an award (excluding damage incurred during shipment for which the carrier's liability is governed by the Warsaw Convention), whether the award is used or not by the Member or third party beneficiaries.
16 - In case of divergence of interpretation of the terms of this program, only the interpretation of Air Côte d'Ivoire may be applied. The Ivorian law shall be the only applicable legal code for the execution of this contract and the Abidjan courts shall have exclusive jurisdiction to settle any dispute regarding this program.